Greetings, everyone! We wanted to follow up with you again about our support process and talk a little bit about the advantages of submitting support tickets as opposed to leaving voicemails.
First of all, support tickets are checked 24/7 – voicemails are not. 🙁
Office Hours Only
All support is handled through tickets – both billing and tech issues. Having the customer submit a support ticket ensures that we receive all of the correct information without the possibility of a misunderstanding via voicemail. Also, sometimes voicemails do not include all information required, causing confusion when a member of our team creates the ticket.Our office hours are Monday through Friday 8am to 5pm CST. Outside of these hours, no one will likely be available to check voice mails and submit tickets for you. There are techs available online 24/7, and you will receive help from them much quicker if you submit a ticket instead of leaving a voice mail.
You can submit a ticket even if you are having email issues. You can use an alternate email account (very important to have a secondary email address) to email Support@HostandStore.com (this opens up a support ticket), or you can submit a ticket from your Client Area. If you do not know your Client Area login information, please email Support@HostandStore.com and let us know, and we’d be happy to email your credentials to you.
If you do leave a voice mail, we need your full name (if it is not your name on the account, we need the full name of that person as well as yours), your email address on your account, your secondary email address if you are having email issues, and the details of the issue. We repeatedly have cases of only names and numbers being left in a voice mail or otherwise leaving insufficient information, which makes it difficult to submit a ticket. Please include all of the requested information.
Please do not leave multiple voice mails, submit multiple tickets, or leave a voice mail if you have submitted a ticket. Doing these will not get your issue resolved more quickly. You will definitely get the quickest service by submitting a ticket.
Feel free to reply to this email if you have any questions.